NDLI: Customer relationship management and innovation as performance drivers

Content Provider	IEEE Xplore Digital Library
Author	Hsin-Hui Hu Hsin-Yi Hu Parsa, H.
Copyright Year	2014
Description	Author affiliation: Grad. Inst. of Technol., Nat. Cheng-Chi Univ., Taipei, Taiwan (Hsin-Yi Hu) \|\| Dept. of Hospitality Manage., Ming Chuan Univ., Taipei, Taiwan (Hsin-Hui Hu) \|\| Daniels Coll. of Bus., Univ. of Denver, Denver, CO, USA (Parsa, H.)
Abstract	Good customer relationship management (CRM) between service firms and customers not only retains customers but also encourages them to provide important suggestions for improving products and service. Service firms have been described as facing a dilemma between serving customers for short term financial profits or for enhancing long term position by creating customers through the development of unique and differentiated products. The effectiveness and efficiency of CRM are increasingly recognized as means for developing innovation and providing a lasting competitive advantage. This study first examines the direct effects of CRM on service firm's innovation. The effects of CRM and innovation on both organizational financial and non-financial performances are further investigated. This study integrates the CRM association with innovation and organizational performance. The conceptual model and hypothesized relationships were tested using data collected from restaurants in Taiwan involving 203 valid responses. A structural equation analysis was used to test the hypothesized model. Current results demonstrate customer relationship management is positively related to product innovation, managerial innovation, and marketing innovation. Service firm's managerial innovation has significant impacts on organizational performance. Customer relationship management does have significant influence on organizational performance.
Sponsorship	Panasonic Syst. Commun. Co. of N. Am. Travel Portland
Starting Page	835
Ending Page	841
File Size	202044
Page Count	7
File Format	PDF
e-ISBN	9781890843311
DOI	10.1109/PICMET.2015.7273244
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2015-08-02
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Portland International Conference on Management of Engineering and Technology
Subject Keyword	Customer relationship management Technological innovation Lead Area measurement Organizations Load modeling Loading
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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